Position Summary
The Front Desk Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. Possesses strong communication, telephone, and customer service skills. Detailed-oriented and able to multitask.
Able to understand and react to emergency response and access control procedures; monitors and operates electronic security control systems; and accurately maintains daily logs, records and forms.
During your first few days of employment, you will receive important information regarding the performance requirements of your position, basic company policies, your compensation, plus other information necessary to acquaint you with your job and the company. You will also be asked to complete an I-9 form and present the company with information establishing your identity and your eligibility to work in the United States in accordance with applicable federal laws.
CORE ACCOUNTABILITIES:
- Demonstrates the highest quality customer service, communication, and time management skills.
- Supervise Front Desk operations during your assigned shift to a consistently high standard.
- Check guests in and out efficiently and in a friendly and professional manner.
- Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies.
- Ensure compliance with all Brand Standards of Operations including all Guest Satisfaction programs.
- Answer switchboard in accordance with standards of proper telephone etiquette.
- Monitor room availability and offer AGM and GM assistance in yield management and restrictions.
- Keep the lobby and desk area clean and presentable.
- Have a thorough knowledge of emergency and security procedures.
- Follow company policies and procedures and effectively communicate them to subordinates.
- Fulfill Manager on Duty shifts if required.
REQUIRED ATTRIBUTES:
- Must be able to work all shifts including, AM's, PM's, weekends, and holidays.
- High school diploma or equivalency.
- Computer experience required.
- College-level courses in business or hospitality are preferred.
- Two to three years of business and customer service experience preferred.
- Effective written and verbal communication skills.
- Multiple language fluency is desirable.
- Work in an upright standing or sitting position for long periods of time
- Being able to adapt to a changing environment.
Job Types: Full-time, Part-time
Schedule:
- Day shift
- Holidays
- Night shift
- On call
- Overnight shift
- Weekends as needed
Work setting:
Work Location: In person